Methods, Systems, and Products for Notifying of Enhancements to Quality of Service and Experience

ABSTRACT

Methods, systems, and products notify users when changes in a communication network improve quality of service. When a service provider changes a configuration parameter in the communications network, a change to the configuration parameter is compared to a rule. When the change to the configuration parameter results in a perceivable improvement in quality of service, a notification is sent to a user&#39;s device. The notification informs the user&#39;s device of the improvement in quality of service caused by the change to the configuration parameter.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. application Ser. No.13/214,269 filed Aug. 22, 2011 and since issued as U.S. Pat. No. ______,which is incorporated herein by reference in its entirety.

BACKGROUND

Exemplary embodiments generally relate to multiplex communications,telecommunications, computer data transfer, and to operator interfacesand, more particularly, to data admission, to path routing, to radiotelephones, to computer networking, and to graphical user interfaces.

Advertising strives to persuade an audience. Advertising drivesconsumers to purchase some commercial offering. Conventionaladvertising, though, is unrelated to a consumer's current experience.

BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWINGS

The features, aspects, and advantages of the exemplary embodiments arebetter understood when the following Detailed Description is read withreference to the accompanying drawings, wherein:

FIG. 1 is a simplified schematic illustrating an operating environment,according to exemplary embodiments;

FIG. 2 is a more detailed schematic illustrating an operatingenvironment, according to exemplary embodiments;

FIG. 3 is a detailed schematic illustrating a database of notifications,according to exemplary embodiments;

FIGS. 4-6 are schematics illustrating templates, according to exemplaryembodiments;

FIG. 7 is a schematic illustrating custom notifications, according toexemplary embodiments;

FIG. 8 is a schematic illustrating scripted notifications, according toexemplary embodiments;

FIG. 9 is a schematic illustrating a log of notifications, according toexemplary embodiments;

FIG. 10 is a schematic illustrating feedback, according to exemplaryembodiments;

FIG. 11 is a schematic illustrating network rules, according toexemplary embodiments;

FIG. 12 is a schematic illustrating device profiles, according toexemplary embodiments;

FIG. 13 is a flowchart illustrating a method of enhancing quality ofservice, according to exemplary embodiments;

FIG. 14 is a schematic illustrating a notification, according toexemplary embodiments;

FIG. 15 is a schematic illustrating admission and resource controlparameters, according to exemplary embodiments;

FIG. 16 is a schematic illustrating additional parameters, according toexemplary embodiments; and

FIG. 17 is a schematic illustrating enhancements to bandwidth, accordingto exemplary embodiments.

DETAILED DESCRIPTION

The exemplary embodiments will now be described more fully hereinafterwith reference to the accompanying drawings. The exemplary embodimentsmay, however, be embodied in many different forms and should not beconstrued as limited to the embodiments set forth herein. Theseembodiments are provided so that this disclosure will be thorough andcomplete and will fully convey the exemplary embodiments to those ofordinary skill in the art. Moreover, all statements herein recitingembodiments, as well as specific examples thereof, are intended toencompass both structural and functional equivalents thereof.Additionally, it is intended that such equivalents include bothcurrently known equivalents as well as equivalents developed in thefuture (i.e., any elements developed that perform the same function,regardless of structure).

Thus, for example, it will be appreciated by those of ordinary skill inthe art that the diagrams, schematics, illustrations, and the likerepresent conceptual views or processes illustrating the exemplaryembodiments. The functions of the various elements shown in the figuresmay be provided through the use of dedicated hardware as well ashardware capable of executing associated software. Those of ordinaryskill in the art further understand that the exemplary hardware,software, processes, methods, and/or operating systems described hereinare for illustrative purposes and, thus, are not intended to be limitedto any particular named manufacturer.

As used herein, the singular forms “a,” “an,” and “the” are intended toinclude the plural forms as well, unless expressly stated otherwise. Itwill be further understood that the terms “includes,” “comprises,”“including,” and/or “comprising,” when used in this specification,specify the presence of stated features, integers, steps, operations,elements, and/or components, but do not preclude the presence oraddition of one or more other features, integers, steps, operations,elements, components, and/or groups thereof. It will be understood thatwhen an element is referred to as being “connected” or “coupled” toanother element, it can be directly connected or coupled to the otherelement or intervening elements may be present. Furthermore, “connected”or “coupled” as used herein may include wirelessly connected or coupled.As used herein, the term “and/or” includes any and all combinations ofone or more of the associated listed items.

It will also be understood that, although the terms first, second, etc.may be used herein to describe various elements, these elements shouldnot be limited by these terms. These terms are only used to distinguishone element from another. For example, a first device could be termed asecond device, and, similarly, a second device could be termed a firstdevice without departing from the teachings of the disclosure.

FIG. 1 is a simplified schematic illustrating an operating environment,according to exemplary embodiments. A user device 20 communicates with aquality server 22 using a communications network 24. The quality server22 determines when changes in the communications network 24 will improvethe quality of the communication services provided to the user device20. The quality server 22, in particular, is notified when a networkinfrastructure 26 makes changes to configuration parameters 28 in thecommunications network 24. The quality server 22 determines when thechanges to the configuration parameters 28 are noticeable by a user ofthe user device 20. When the changes to the configuration parameters 28are noticeable, the quality server 22 sends a notification 30 to theuser device 20. The notification 30 informs the user device 20 of animprovement in quality 32 of service provided to the user device 20.

The notification 30 is preferably provided for noticeable enhancements.When the changes to the configuration parameters 28 would result in aperceivable or noticeable improvement in the quality 32 of service, thenotification 30 may be sent. The notification 30, in other words, maynot be provided for imperceptible changes. A slight increase inbandwidth, for example, may not be perceived by the user, so thenotification 30 may not be sent. Indeed, if the user cannot noticeablyperceive a slight increase in bandwidth connection speeds, thenotification 30 may create a backlash in the community of users. Usersmay feel duped when the notification 30 harks insignificant changes. Aset 34 of rules, then, may be implemented to ensure that the changes tothe configuration parameters 28 are perceivable to users. The set 34 ofrules specifies one or more rules that quantify perceptible ranges ofchanges to the configuration parameters 28. When a change in aconfiguration parameter 28 satisfies a rule in the set 34 of rules, thenthe notification 30 may be sent (as later paragraphs will explain).

The notification 30 may also coincide with the user's experience.Exemplary embodiments preferably provide users with an awareness that aservice provider has improved a user's experience in a significantfashion, generally at the time such improvement has occurred or has beenaccomplished. The notification 30 is thus closely associated with whatthe user is actually doing at the time, or what the user was doingwithin a selected or configured reasonable previous time window.

The notification 30 is thus less expensive, and more effective, thantraditional advertising. Traditional advertising aims to impress andinfluence the user, but traditional advertising is not timed with theuser's current experience. Exemplary embodiments, in contradistinction,contemporaneously notify the user (at the user device 20) when a serviceprovider is configuring communications services. The notification 30,for example, may inform the customer:

-   -   “The quality of your current video conference has just been        improved two-fold by AT&T;”    -   “AT&T has just protected you from increasing network        congestion;”    -   “AT&T has just taken actions to maintain your connection despite        loss in signal strength;”    -   “AT&T has just modified your wireless signal to avoid        interference;” or    -   “AT&T has upgraded you to faster service.”        The notification 30 thus allows the user to immediately see, and        to better recognize, the value of the communications services        provide by the service provider. Exemplary embodiments thus        allow quality of service and experience mechanisms to be much        more effectively portrayed to customers. Because the user may        immediately perceive enhancements to the quality of service and        experience, the notification 30 thus helps the service provider        pay for network improvements (such as added communications        towers and other infrastructure). The notification 30 also helps        reduce churn by increasing customer loyalty based on recognition        of service provider efforts to continually improve service and        to help the customer. The notification 30 thus provides a more        personalized experience indicating that the service provider is        constantly working to improve service. More importantly,        exemplary embodiments forms mental associations in the user's        mind that binds the service provider's efforts to perceivable        improvements in service.

The notification 30 differs from traditional indicators. A signalstrength icon, for example, is commonly found on many wireless devices.“Five bars” is commonly thought to indicate a strong signal, while “nobars” is thought to mean a weak or no signal. This icon, though, is onlya crude estimation and not indicative of quality of service. Signalstrength is not a measure of quality of service (such as bandwidth,jitter, packet loss, packet delay, quality of video reproduction, andother quality scores). The signal strength measurement is delayed andonly measures average signal strength (e.g., typically averaged over afifteen second window of time). The signal strength bar meter also failsto indicate interference or highly-dynamic dips in signal strength. Thesignal strength bar meter is thus not indicative of the user's currentor recent activity/experience.

The notification 30 also differs from traditional speed tests. Somesoftware applications have a feature that supposedly measures bandwidth.This feature is thought to measure an aspect of connection quality.These speed tests, though, are only valid with respect to a single testserver (in a particular city) that receives a “ping” command. Connectionquality to any other endpoint or destination is almost always grosslydifferent. Moreover, packet timing to a single server, again, is not ameasure of quality of service (connection bandwidth, jitter, packetloss, packet delay, and video reproduction). Traditional speed testsalso only measure average connection bandwidth (e.g., typically averagedover a test file size and over a window of time that depends on how longthe test file takes to transfer over the connection). Traditional speedtests cannot be done continuously since speed tests consume significantamounts of precious customer/user bandwidth and/or resources.Traditional speed tests thus do not correlate with the user's current orrecent activity/experience. Moreover, the test server may be servingmore than its capacity to handle simultaneous requests, and the testserver may operate in network segments not part of a service provider'snetwork. These connectivity issues may all lead to an overallproblematic result that is beyond control of that service provider.Users thus have a false indication that the problem is with the serviceprovider.

The notification 30 thus presents a new solution. When a serviceprovider's actions or efforts benefit the user's experience, the serviceprovider may send the notification 30. The notification 30 may betailored to different scenarios, with different notifications 30 fordifferent actions or efforts. The notification 30 is preferably sent atthe moment when quality improvements are most noticeable, thuspurposefully forming positive mental associations in the user's mind.The notification 30, for example is perhaps best sent when improvementsin bandwidth are best noticed during download of a movie, or soonthereafter when the user is not busy. Users are perhaps best notified ofreductions in packet loss when conducting an Internet call, orimmediately thereafter once the user is not busy. Exemplary embodimentsthus purposefully form, encourage, or even suggest an associationbetween a service provider's actions and efforts and the user'sexperience. The notification 30 highlights or reinforces the user'sperception and understanding of the service provider's actions andefforts. The notification 30, though, should not be intrusive, so thenotification 30 may be presented at a bottom of a screen to minimizedisruptions.

FIG. 2 is a more detailed schematic illustrating an operatingenvironment, according to exemplary embodiments. Here the user device 20and the quality server 22 cooperate to inform the user (at the userdevice 20) of noticeable enhancements to the quality 32 of service. Theuser device 20 may have a processor 40 (e.g., “μP”), applicationspecific integrated circuit (ASIC), or other component that executes aclient-side quality application 42 stored in a memory 44. Theclient-side quality application 42 may cause the processor 40 to producea graphical user interface (“GUI”) 46 on a display device 48, yet thegraphical user interface 46 may also have audible features. The qualityserver 22 may also have a processor 50 (e.g., “μP”), applicationspecific integrated circuit (ASIC), or other component that executes aserver-side quality application 52 stored in a memory 54. Theclient-side quality application 42 and the server-side qualityapplication 52 cooperate to inform the user, at the user device 20, ofnoticeable enhancements to the quality 32 of service.

The quality server 22 informs the user of perceivable enhancements inthe quality 32 of service. As earlier paragraphs explained, the qualityserver 22 interfaces with the network infrastructure 26 of thecommunications network 24. The network infrastructure 26 makes changesto the configuration parameters 28 in the communications network 24. Thenetwork infrastructure 26 then informs the quality server 22 of thosechanges to the configuration parameters 28. The quality server 22 maymaintain an historical listing 60 of configuration parameters. Thehistorical listing 60 of configuration parameters is illustrated asbeing stored in the memory 54 of the quality server 22, but thehistorical listing 60 of configuration parameters may be stored,accessed, and queried from any location in the communications network24. Regardless, when the network infrastructure 26 informs the qualityserver 22 of changes to the configuration parameters 28, the server-sidequality application 52 may compare any changes in the configurationparameters 28 to the stored historical listing 60 of configurationparameters. The server-side quality application 52 determines aparameter change 62 in any configuration parameter 28. The server-sidequality application 52 typically numerically determines how much anyconfiguration parameter 28 has changed from a recent value in the storedhistorical listing 60 of configuration parameters.

The quality server 22 may then access the set 34 of rules. The set 34 ofrules specifies one or more rules that quantify perceptible changes tothe configuration parameters 28. The server-side quality application 52compares the parameter change 62 in any configuration parameter 28 to arule in the set 34 of rules. The set 34 of rules preferably quantifieswhat parameter change 62 in any configuration parameter 28 deserves thenotification 30. If the parameter change 62 in any configurationparameter 28 satisfies one or more rules in the set 34 of rules, thenthe server-side quality application 52 may send the notification 30.

The set 34 of rules helps ensure changes are humanly noticeable. Mostusers do not want to be informed of insignificant changes and/or changesthat are imperceptible. The set 34 of rules, then, preferably defines orquantifies changes that are humanly noticeable and that warrant thenotification 30. If a change in the configuration parameters 28 resultsin a one percent (1%) increase in bandwidth (e.g., bits per second),this change may not be noticeable to most users. The set 34 of rules,then, may specify that only improvements of ten percent (10%) or moreresult in the notification 30. The set 34 of rules may specify a rangeof values for the parameter change 62 in any individual configurationparameter 28 that deserves the notification 30. The set 34 of rules mayalso specify ranges of values for changes in multiple configurationparameters 28. Rules may be conditional, such that decisions and outputor actions are dependent upon various additional factors as may bedesirable.

The set 34 of rules may be determined by any means. Some rules, forexample, may be developed based on simulated or live testing. Otherrules, however, may be based upon mathematical equations that calculateimprovements, say in luminescence or other color factors. Still otherrules may be developed based upon customer focus groups that seek toquantify noticeable changes in bandwidth, delay, or any otherconfiguration parameters 28. However the set 34 of rules are determined,the set 34 of rules helps ensure changes are humanly noticeable and thusdeserve the notification 30. The set 34 of rules may even be customizedfor particular users and/or user groups/profiles. User feedback may beincorporated such that rules may be continuallymodified/tweaked/optimized.

The quality server 22 may then retrieve the notification 30. When theparameter change 62 satisfies a rule in the set 34 of rules, the rulemay also specify the notification 30 that is sent to the user device 20.The rule, in particular, may specify which of multiple, differentnotifications 30 are retrieved and sent to the user device 20. The rulemay identify the notification 30 by filename, unique identifying number,or any other mechanism. Regardless, once the notification 30 isspecified by the rule, the server-side quality application 52 may thenconsult a database 70 of notifications. The database 70 of notificationsis illustrated as being locally stored in the quality server 22, but thedatabase 70 of notifications may be remotely stored, accessed, andqueried from any location in the communications network 24. Theserver-side quality application 52 queries the database 70 ofnotifications for the notification 30 specified by the rule in the set34 of rules. The quality server 22 retrieves the notification 30 andsends the notification 30 to a communications address (e.g., InternetProtocol address or telephone number) associated with the user device20. The notification 30 informs the user, at the user device 20, of thechanges in the communications network 24 that enhance the user's qualityof service. The notification 30 thus purposefully forms an associationbetween a service provider's actions and efforts and the user'sexperience. The notification 30 highlights or reinforces the user'sperception and understanding of the service provider's actions andefforts.

FIG. 3 is a more detailed schematic illustrating the database 70 ofnotifications, according to exemplary embodiments. Here the database 70of notifications may establish many associations to differentnotifications 30. Exemplary embodiments, for example, may associatedifferent notifications 30 to different configuration parameters 28.When the set 34 of rules requires the notification 30, the server-sidequality application 52 may again consult the database 70 ofnotifications. Here, though, the database 70 of notifications determineswhich of multiple, different notifications 30 are retrieved and sent tothe user device (illustrated as reference numeral 20 in FIGS. 1-2). Thedatabase 70 of notifications is illustrated as a table 80 that maps,relates, or otherwise associates the notifications 30 to differentconfiguration parameters 28. Here the server-side quality application 52queries the database 70 of notifications for the configuration parameter28 that satisfied the set 34 of rules. The server-side qualityapplication 52 retrieves the notification 30 associated with theconfiguration parameter 28. The server-side quality application 52causes the quality server 22 to send the notification 30 to the userdevice 20. The notification 30 informs the user device 20 of the changesin the communications network 24 that enhance the user's quality 32 ofservice. The notification 30 again highlights or reinforces the user'sperception and understanding of the service provider's actions andefforts.

Other associations may be established. As FIG. 3 also illustrates, thedatabase 70 of notifications may map different notifications 30 todifferent rules 82 in the set 34 of rules. Notifications 30 may also bemapped to the parameter change 60 in any configuration parameter 28.When the set 34 of rules requires the notification 30, the server-sidequality application 52 may query the database 70 of notifications forthe rule 82 that triggered or required the notification 30. Theserver-side quality application 52, likewise, may query the database 70of notifications for the parameter change 60 that required thenotification 30. However the notification 30 is selected, thenotification 30 is retrieved and sent to the user device 20.

FIGS. 4-6 are schematics illustrating templates, according to exemplaryembodiments. Here exemplary embodiments may build, or construct, thenotification 30 using standardized messaging templates. Here thedatabase 70 of notifications may associate different templates 84 todifferent configuration parameters 28, rules 82, and/or parameterchanges 62. The server-side quality application 52 again queries thedatabase 70 of notifications for the configuration parameter 28, rule82, and/or parameter change 62 that satisfied the set 34 of rules. Theserver-side quality application 52 retrieves the associated template 84.

As FIGS. 5-6 illustrate, the message template 84 may be personalized.The template 84 may have one or more fields 86 that are populated withpersonalized text or other data. The server-side quality application 52,for example, may query a user profile 90 for a name, address, or otherpersonalizing data. Any personalized data may be inserted into themessage template 84. The set 34 of rules may also require specific text,such as a numerical improvement 92 in the quality 32 of service causedby the parameter change 62 in any individual configuration parameter 28(e.g., “Mary, AT&T has reduced data loss by 15%!”). The server-sidequality application 52 populates the template 84 and sends the template84 as the notification 30 to the user device 20.

FIG. 6 illustrates the notification 30. Here the notification 30 isvisually produced on the display device 48 of the user device 20. Theuser device 20 is illustrated as an APPLE® IPAD®, but the user device 20may be any device. The notification 30 informs the user of changes inthe communications network (illustrated as reference numeral 24 in FIGS.1-2) that enhance the quality 32 of service. The notification 30highlights or reinforces the user's perception and understanding of theservice provider's actions and efforts. Moreover, the notification 30may include a website link 96 for more details regarding the enhancementin the quality 32 of service. While FIG. 6 illustrates the notification30 prominently displayed, the user may prefer a less intrusivepresentation. The notification 30, for example, may be displayed as abanner in a lower region of the display device 48. The user mayconfigure the client-side quality application 42 to specify the locationfor the notification 30.

FIG. 7 is a schematic illustrating custom notifications, according toexemplary embodiments. Here the notification 30 may be at leastpartially customized by the user at the user device 20. The user mayconfigure the user profile 90 to specify when and/or how thenotifications 30 are sent to the user device 20. Some users, forexample, may not want to receive the notification 30, so the user mayopt-out in their user profile 90. Other users may only want to benotified of significant improvements in quality of service, and perhapsfor only certain measures of quality. Bandwidth connection speed, forexample is a commonly-used measure of service. Some users may only wantto be informed of the parameter change 62 in any individualconfiguration parameter 28 that results in at least a 10% thresholdincrease in bandwidth bits per second. Some users may decline to benotified of reductions in jitter, packet loss, or other less commonmeasures of quality of service. Some users may prefer the serviceprovider make one or more of these various choices for them, such thatthis sort of customer preference option may also be provided.

FIG. 7, then, illustrates the graphical user interface 46. Here the usermay select options and features for customizing the notification 30.First, the user may opt-in, or op-out, of all notifications. If the userwishes to be notified of enhancements to quality of service, the usermay select the configuration parameters 28 for which the notification 30is desired. While FIG. 7 only illustrates common configurationparameters 28, the user may select a feature 100 that displays a fuller,even complete, listing of the configuration parameters 28. The user mayadditionally or alternatively enter threshold values 102 for any of theconfiguration parameters 28. If any threshold value 102 is equaled orexceeded, then the notification 30 may be sent.

The user may prefer Mean Opinion Scores. Many users may find theconfiguration parameters 28 are too complicated to individually specify.Moreover, for many reasons, there may be no correlation between theconfiguration parameters 28 and the customer's quality of service andexperience. Exemplary embodiments may thus use Mean Opinion Scores 104.The Mean Opinion Scores 104 are numerical indications of perceivedquality of service. The Mean Opinion Scores 104 may be results ofsubjective tests. The user may thus configure the user profile 90 to usethe Mean Opinion Scores 104 to evaluate quality of service andexperience. Mean Opinion Scores 104 may be objectively determined forvideo, audio, and/or audio-video. Others Mean Opinion Scores may also bedeveloped, such as objective measurements of transaction delays, voicequality, and other measurements. The Mean Opinion Scores 104, however,are only examples. Any measures or parameters could be used andpresented and/or manipulated. Moreover, the Mean Opinion Scores 104, orany other measures or parameters, need not be numerical determinations.Quality may be expressed as letter grades (e.g., A, B, or C), ratingsvalues (stars, thumbs-up/down), colors (e.g., green, yellow, red), sizes(e.g., large, medium, small), or any other objective or subjectivemeasures of quality.

The notification 30 and/or the rule 82 may also be customized accordingto software or service platforms. Some users may only want notificationsof quality improvements for video services. Some users may not careabout quality improvements in messaging services or sharingapplications. The user may thus configure the user profile 90 to specifywhich software applications and/or services 106 are eligible for thenotifications 30 and/or the rule 82.

The notification 30 may also be intelligently learned from userbehavior. As the client-side quality application 42 and the server-sidequality application 52 cooperate, inferences may be made from their dataexchanges, requests, and other interactions. These inferences may beused to automatically configure the user profile 90 to accept, or todecline, the notifications 30 for specific software applications and/orservices 104. The notifications 30 may further be inferred from userinputs and accepted in real time, or near real-time, and usedinstantaneously.

FIG. 8 is a schematic illustrating scripted notifications, according toexemplary embodiments. Here the notification 30 may be inserted into ascript 110. The script 110 may be an orchestrated sequence 112 thatspecifies when the notification 30 is sent to the user at the userdevice 20. The script 110 may even specify when the notification 30 isdisplayed by the user device 20. The notification 30 may be timed forpresentation to coincide with implementation of any service, launchingof any software application, and/or completion of any activity. Thenotification 30 may even be audible or verbal and presented during acall or other appropriate event. The notification 30 may thus part of anorchestrated series of software steps that specifies when the userdevice 20 is notified. The script 110 may even include its own rules forvarious purposes.

Multiple notifications 30 may also be sequenced. Sometimes enhancementsto quality of service may require multiple notifications 30 to the userdevice 20. Exemplary embodiments may thus determine when to providemultiple notifications 30, and in what sequence 112 or in what script110 the multiple notifications 30 are provided. One or morenotifications 30 may be simple (e.g., a single pop-up notification sentunconditionally), highly complex (e.g., a set of multiple notificationsof multiple types sent at multiple times, conditional on precise useractivity), or even an in-between, moderately simple/complex situation.Different notifications 30 may have a configured set of timings, and theset 34 of rules may specify the appropriate timing or script. Ingeneral, though, the notification 30 is preferably timed forpresentation when quality improvements are most noticeable to the userat the user device 20, thus again purposefully forming positive mentalassociations in the user's mind.

FIG. 9 is a schematic illustrating a log 120 of notifications, accordingto exemplary embodiments. Here the client-side quality application 42and/or the server-side quality application 52 may log each notification30 that is sent to the user device 20. When the notification 30 is sent,a time and date 122 of the notification 30 is added to the log 120 ofnotifications. The log 120 of notifications may be a relational tablelocally stored in the quality server 22 or any other location in thecommunications network 24. The log 120 of notifications may map eachnotification 30 to the rule 82 that required or triggered thenotification 30, the configuration parameter(s) 28 that caused thenotification 30, and/or the parameter change 62 in the configurationparameter 28. The log 120 of notifications may also be associated withthe user device 20 and/or the user profile 90. The log 120 ofnotifications thus tracks and maintains an historical record of thenotifications sent to each user (e.g., each Internet Protocol address).

The log 120 of notifications helps prevent conflicting notifications.Because each notification 30 is logged, exemplary embodiments mayprevent duplicate, or conflicting, notifications 30. The log 120 ofnotifications may be queried to determine and to test potentialcorrelations that might cause the user to doubt the veracity orrelevancy of past notifications. The log 120 of notifications helpsensure that subsequent failures or problems will not convince the userthat the service provider has misrepresented quality improvements (i.e.,“they said they improved my connection, but right after that it gotworse”). Exemplary embodiments may thus query the log 120 ofnotifications to find changes or events that may cause the user to doubtthe veracity or relevancy of previous notifications. Correlations may beformed and tested to ensure that notifications do not conflict. Whenappropriate, e.g., when particular correlations exceed a significancethreshold, further notifications or explanatory messages may be sent(e.g., “You may have noticed a degradation just now, and we wanted toassure you its timing was coincidental and unrelated to a previousnotification explaining an improvement to your service”).

Exemplary embodiments may thus query the log 120 of notifications.Before each notification 30 is sent, the log 120 of notifications may bequeried to determine if the same, or similar, notification 30 hasalready been sent. The client-side quality application 42 and/or theserver-side quality application 52 may query the log 120 ofnotifications for the rule 82, configuration parameter 28, and/or theparameter change 62 that triggered the notification 30. If thenotification 30 potentially conflicts with a previously-sentnotification, then exemplary embodiments may decline to send thenotification 30.

The user profile 90 may also limit the notifications 30. As theparagraphs accompanying FIG. 7 explained, some users may not want toreceive the notification 30. Some users may only wish to receivenotifications associated with a particular service or application 104.The user profile 90, however, may be defined as the user wishes. Theuser profile 90, for example, may specify any subject matter 130 forwhich the notification 30 is desired. Moreover, some users may only wishto receive five (5) notifications per month; afterwards, no furthernotifications are to be sent. Exemplary embodiments, then, may consultthe user profile 90 for any rules, restrictions, or preferences relatedto the notifications 30. If the user profile 90 prohibits thenotification 30, then exemplary embodiments may decline to send thenotification 30. If the user profile 90 permits the notification 30,then exemplary embodiments may send the notification 30.

FIG. 10 is a schematic illustrating feedback, according to exemplaryembodiments. Here the client-side quality application 42 and/or theserver-side quality application 52 may seek feedback 140 concerningimprovements to quality of service. After the notification 30 is sent tothe user device 20, the notification 30 may further prompt the user forthe feedback 140. The client-side quality application 42 may cause theuser device 20 to visually display a prompt 142. A response 144 to theprompt 142 is then sent back to the quality server 22. The response 144may then be used to further refine quality of service.

The feedback 140 may be judiciously solicited. Some users, somefeatures, or some services may benefit from a follow-up mechanism. Thefeedback 140, though, should not burden or inconvenience the user or theuser's experience. The user profile 90, of course, may be consulted todetermine whether the user wishes to provide the feedback 140, ifsolicited. Some user may prefer no follow-up ever, while others may wantadditional follow-up or information always, but the majority ofcustomers would probably fall in-between but lean toward less follow-up.The feedback 140 may be decreased for similar repeat occurrences (e.g.,more follow-up the first time, but less follow-up with future similarevents). If the feedback 140 has not been solicited since apredetermined period of time, then additional feedback 140 may beadvisable. The feedback 140 may be specific to, tailored to, adapted to,and/or influenced by the particular type of event, plus the conditionsin effect at the time (including the user's activity and/or status,location, and presence). The feedback 140 may even conform to a template84 from the database 70 of notifications and prompt the user to populatefields in the template 84. The templates 84 may be profile-specific,such that different templates are established for different types ofusers. The feedback 140 may cycle back to a previous software module orfunction, as needed, providing an appropriate input for refinement. Forexample, the user may wish to compare a previous event, and/or desirefurther information or specifics, or desire an explanation (e.g.,access/pointer to a FAQ item), or statistical info (e.g., how many timeshas the service provider performed the beneficial action in the lastmonth or year, or how significant is the action, or how correlated witha particular service/application).

FIG. 11 is a schematic illustrating network rules 150, according toexemplary embodiments. Here exemplary embodiments may decline to sendthe notification 30 when the network rules 150 require. The networkrules 150, for example, may prohibit the notification 30 when thecommunications network 24 is experiencing moments of congestion 152. Thenotification 30, especially when sent to groups of hundreds or thousandsof users, may exacerbate the congestion 152 in the communicationsnetwork 24. The network rules 150 logically express threshold conditionsthat, when satisfied, decline to impose further burdens on thecommunications network 24. The network infrastructure 26 may compare thenetwork rules 150 to parameters describing network conditions in thecommunications network 24. If any network rule 150 is satisfied, theclient-side quality application 42 and/or the server-side qualityapplication 52 may be instructed to decline the notification 30, whennetwork conditions require.

FIG. 12 is a schematic illustrating device profiles, according toexemplary embodiments. Here exemplary embodiments may tailor thenotification 30 to the capabilities and features of the user device 20.When the set 34 of rules requires the notification 30, the client-sidequality application 42 and/or the server-side quality application 52 mayquery a database 160 of device profiles. The database 160 of deviceprofiles is illustrated as being locally stored in the quality server22, but the database 160 of device profiles may be remotely maintainedand accessed from any location in the communications network 24. Thedatabase 160 of device profiles stores information describing thecapabilities and features of the user device 20. The database 160 ofdevice profiles may also store information describing softwareapplications stored on, and/or executing by, the user device 20. Whenthe notification 30 is desired, exemplary embodiments may query thedatabase 160 of device profiles and configure the notification 30 tobest suit the capabilities and features of the user device 20. Thedatabase 160 of device profiles may thus be used to tailor thenotification 30 to the capabilities and features of the user device 20.

Device profiles may be advantageously used when sending the notification30. The database 160 of device profiles helps determine when thenotification 30 is sent and even the content or presentation of thenotification 30. Because the database 160 of device profiles stores thecapabilities, features, and/or software applications of the user device20, the database 160 of device profiles may even track software andhardware upgrades. If the user configures a software application todecline a feature, exemplary embodiments may inform the user thatquality improvements would be noticeable if this feature wereimplemented. For example, the notification 30 may inform the user that“AT&T recently conducted an upgrade to improve your service, which willhave a noticeable effect if you enable [feature description].” Thenotification 30 may even provide instructions to enable the feature.

The device profile may also specify a memory location for thenotifications 30. Even if the user does not want real time notifications30, the notifications 30 may still be sent to the user device 20. Theclient-side quality application 42 and/or the server-side qualityapplication 52 may create or specify a folder, for example, for storingall the notifications 30. Whenever the user wishes to see anynotification 30, the user may consult the folder to retrieve anyparticular notification 30. The user may even consult the log 120 ofnotifications to help identify and retrieve any particular notification30.

Several more examples are provided. Suppose a service provider changesone or more configuration parameters 28 that will noticeably improveInternet telephony calls. If the user device 20, though, lacks thecapability to make Internet telephony calls, then the notification 30may be unnecessary. If the database 160 of device profiles indicatesthat the user device 20 does not store a software application forInternet telephony calls, then the notification 30 may be meaningless tothe user. Similarly, if changes in the communications network 24 willimprove the resolution of movies and other videos, the notification 30may be pointless when the user device 20 has a small display screen. Ifthe notification 30 includes ADOBE® FLASH® animation, but the userdevice 20 lacks an ADOBE® FLASH® software application, then thenotification 30 may produce an error at the user device 20. Exemplaryembodiments, then, may query the database 160 of device profiles toensure the notification 30 conforms to the capabilities and features ofthe user device 20.

FIG. 13 is a flowchart illustrating a method of enhancing quality ofservice, according to exemplary embodiments. The network infrastructure26 is monitored for events that enhance quality of service in thecommunications network 24 (Block 200). This logical block detects oridentifies particular service provider actions or efforts that benefitthe user's experience. Exemplary embodiments may also detect actions orevents that may also be inferred or interpreted as benefitting theuser's experience. This monitoring process may be either a manual or anautomated process which supports two-way communication. Various softwareand hardware sensors, for example, may monitor the networkinfrastructure 26 to detect relevant events and actions. Even userinteractions with the communications network 24 may be monitored todetect relevant events and actions.

The method determines if the detected event or action noticeablyimproves quality of service (Block 202). As previous paragraphsexplained, not all events or actions result in a noticeable, perceivablechange in quality of service. The set 34 of rules, for example, maylogically define the parameter change 62, thresholds, or ranges thatproduce noticeable enhancements to quality of service. Those events andservice provider actions that promote positive mental associations aretargeted for reporting.

User activities may also be detected (Block 204). The user'sinteractions with the user device 20 may be monitored and reported tothe quality server 22. The exchanges between the user device 20 and thequality server 22 may also be monitored and maintained by the qualityserver 22. Noticeable enhancements may depend on the softwareapplication in use, what the user is currently doing, previous actionsof the user, the user's normal or predictive actions, preferences, theuser profile 90, and/or the device profile in the database 160 of deviceprofiles.

The user's activities may be associated with the service provider'sactions or efforts (Block 206). Exemplary embodiments provide the userwith an awareness that the service provider has improved the user'sexperience, preferably at the time that the improvement has occurred orhas been accomplished. The noticeable events may be correlated to theuser's interactions at a particular time or within a particular timeperiod. This association or correlation determines that a mentalconnection is feasible. This association function may use a set ofmatching templates (match indicates likely mental connection possible).

A decision is made to notify the user (Block 208). As earlier paragraphsexplained, the user is usually only informed of noticeable enhancementsto quality of service. The set 34 of rules may be defined to quantifyperceptible ranges of changes to the configuration parameters 28 in thenetwork infrastructure 26 of the communications network. When a rule inthe set 34 of rules is satisfied, then the user may be notified.

Before the notification 30 is sent, redundancies or conflicts arechecked (Block 210). Duplicate, or conflicting, notifications 30 maycause the user to doubt the veracity or relevancy of past notifications.The log 120 of notifications, for example, may be queried to determineif the same, or similar, notification 30 has already been sent. The userprofile 90 may also be queried for limits, or maximum numbers, on thenumber of the notifications 30 in any period of time. The user profile90 may also be queried for any rules, restrictions, or preferencesrelated to the notifications 30.

When notification is desired, a type of the notification 30 is chosen(Block 212). There may be different notifications for differentsituations, configuration parameters 28, users, user devices, and anyother criterion. The user's clicks, actions, or selections may determinewhich notification is sent. The notification 30 may be based, wholly orpartially, on the user profile 90 describing the user's preferencesand/or configuration settings. The notification 30 may be based, whollyor partially, on the capabilities and/or features of the user device 20,as earlier paragraphs explained. The notification 30, in short, may beselected to best suit the enhancement to quality of service, the user,or the user device 20. Even multiple notifications may be sent, witheach notification emphasizing a different aspect of quality of service.Multiple notifications may also be sent to multiple user devices allassociated with the same user. Each notification may thus be configuredand customized for different user devices, thus ensuring the user isappropriately notified of enhancements to quality of service accordingto device.

The timing of the notification 30 may also be chosen (Block 214). Whenone or more type(s) of notification(s) are desired, the notification 30may be inserted into the script 110 and/or the sequence 112, as earlierexplained. The timing of the notification 30 is preferably chosen toreinforce mental associations in the user's mind that binds the serviceprovider's efforts to perceivable improvements in service.

The notification 30 is sent (Block 216). When enhancements to quality ofservice are perceivable to the user (as determined by the set 34 ofrules), the quality server 22 sends the notification 30 to an address(e.g., Internet Protocol address and/or telephone number) associatedwith the user device 20. The notification 30 informs the user of animprovement in quality 32 of service provided to the user device 20. Thenotification 30 may also be communicated to the service provider forlogging and for management review (Block 218).

The feedback 140 may be solicited (Block 220). Sometimes feedback may beinput to any software module or process to further improve quality ofservice. Exemplary embodiments, then, may determine whether the feedback140 is solicited. If the feedback 140 is desired (Block 220), adetermination may be made how best to interact with the user device 20(Block 222). The user profile 90, for example, may be consulted todetermine the user's preferences for providing the feedback 140, ifsolicited. The user device 20 is contacted (Block 224) and the feedback140 is received (Block 226). The feedback 140 is input into the networkinfrastructure 26 (Block 228). If human interaction is required, thefeedback 140 may be routed or assigned to an appropriate person, group,or team (Block 230). If the feedback 140 requires additionalnotifications 30 (Block 232), notification limits may be imposed toavoid burdening the user (Block 234).

FIG. 14 is a schematic illustrating the notification 30, according toexemplary embodiments. When the notification 30 is desired, theclient-side quality application 42 causes the user device 20 to producethe graphical user interface 46 on the display device 48. FIG. 14illustrates the notification 30 as a text message overlaid onto, orincorporated into, the graphical user interface 46. The notification 30alerts the user to perceivable or noticeable improvements in the qualityof service provided to the user device 20. The notification 30preferably coincides with the user's experience, so that thenotification 30 is closely associated with what the user is actuallydoing at the time or within a reasonable previous window of time. Whenthe user device 20 makes some request for a communications service, thenotification 30 allows the user to immediately see, and betterrecognize, the value of the communications services provide by theservice provider. The user may thus immediately perceive anyenhancements to their quality of service and experience. Thenotification 30 thus helps the service provider justify charges networkimprovements, and the notification 30 increases customer loyalty. Thenotification 30 reinforces the mental perception that the serviceprovider is constantly striving to improve service.

FIG. 15 is a schematic illustrating admission and resource controlparameters, according to exemplary embodiments. Here exemplaryembodiments may monitor Admission and Resource Control (ARC) 250 tonotify of enhancements to quality of service. As those of ordinary skillin the art understand, the Admission and Resource Control 250 provides aset of capabilities that can be used to notify the user device 20 of theservice provider's investment and how that investment changes the user'sexperience. Dynamic actions are more visible to the end user, for theservice provider's actions and upgrades are not visible to the userunless put into usage in a dynamic fashion to enhance the userexperience. The Admission and Resource Control 250 may thus be exploitedacross the wired and wireless networks to reveal the service provider'sinvestment in service enhancements.

The Admission and Resource Control 250 may thus be advantageously used.The Admission and Resource Control 250 may interact with wired andwireless networks at the same time. However, the Admission and ResourceControl 250 provides these enhancements by design by providing theenhancements to admission control, end-user/endpoint configuration,dynamic resource allocation, forwarding topology, and locatingendpoints.

The Admission and Resource Control 250 may thus be used to notify ofenhancements to quality of service. When the user device 20 sends anyrequest for any communications service, exemplary embodiments maymonitor the Admission and Resource Control 250. As the networkinfrastructure 26 configures the requested communications service, theAdmission and Resource Control 250 sends any parameter change 62 to theserver-side quality application 52 and/or to the client-side qualityapplication 42. The parameter change 62 is compared to one or more rulesin the set 34 of rules. If a rule is satisfied, the database 70 ofnotifications may be queried for the notification 30 associated with aparameter in the Admission and Resource Control 250. The notification 30is retrieved and sent to the user device 20. The user device is thusinformed of the parameter change 62 to the admission and resourcecontrol parameter.

The service provider may emphasize any action. The service provider mayemphasize network-related actions (e.g., QoS-related) or any actionhaving some degree of control. The following are some examples:

-   -   Accessibility (Session setup time),    -   Speed (capacity/throughput),    -   Reliability (application session success rate, stability,        function),    -   Response (RTT, Display rendering),    -   Portability (interoperability on different devices), and/or    -   Extension (Providing APIs for capability of devices to extend        besides the obvious use).

FIG. 16 is a schematic illustrating additional parameters, according toexemplary embodiments. FIG. 16 illustrates that the networkinfrastructure 26 may inform the server-side quality application 52and/or the client-side quality application 42 of any parameter change 62in any system or service. The network infrastructure 26, for example,may monitor a network control plane and/or messages, a service controlplane and/or messages, security systems, and/or BSS/OSS (BusinessSupport Systems and/or Operations Support Systems). Whatever theparameter change 62, the parameter change 62 is compared to one or morerules in the set 34 of rules. If a rule is satisfied, the database 70 ofnotifications may be queried for the notification 30 associated with aparameter in the Admission and Resource Control 250. The notification 30is retrieved and sent to the user device 20. The user device is thusinformed of the parameter change 62 to the admission and resourcecontrol parameter.

FIG. 17 is a schematic illustrating enhancements to bandwidth, accordingto exemplary embodiments. While exemplary embodiments may notify ofanything that enhances quality of service, most residential and businessusers are familiar with bandwidth 270. Upload and/or download connectionspeeds (e.g., bandwidth in bits per second) may be the broadest andsimplest indicator of quality of service. Sophisticated users mayunderstand other configuration parameters 28, such as packet loss,jitter, and latency, but the bandwidth 270 is understood by most users.

FIG. 17, then, notifies users of enhancements to the bandwidth 270serving the user device 20. Any parameter change 62 may be compared tothe set 34 of rules. If a rule is satisfied, the database 70 ofnotifications may be queried for the notification 30. Here, though, theset 34 of rules may be defined to emphasize enhancements to thebandwidth 270 serving the user device 20. If the parameter change 62results in an increase in the bandwidth 270, then the notification 30 isretrieved and sent to the user device 20. The user device 20 is thusinformed of increases in bandwidth 270 caused by the parameter change62.

Exemplary embodiments may be applied regardless of networkingenvironment. The communications network 24 may be a cable networkoperating in the radio-frequency domain and/or the Internet Protocol(IP) domain. The communications network 24, however, may also include adistributed computing network, such as the Internet (sometimesalternatively known as the “World Wide Web”), an intranet, a local-areanetwork (LAN), and/or a wide-area network (WAN). The communicationsnetwork 24 may include coaxial cables, copper wires, fiber optic lines,and/or hybrid-coaxial lines. The communications network 24 may eveninclude wireless portions utilizing any portion of the electromagneticspectrum and any signaling standard (such as the IEEE 802 family ofstandards, GSM/CDMA/TDMA or any cellular standard, and/or the ISM band).The communications network 24 may even include powerline portions, inwhich signals are communicated via electrical wiring. The conceptsdescribed herein may be applied to any wireless/wireline communicationsnetwork, regardless of physical componentry, physical configuration, orcommunications standard(s).

Exemplary embodiments may be physically embodied on or in acomputer-readable storage medium. This computer-readable medium mayinclude CD-ROM, DVD, tape, cassette, floppy disk, memory card, andlarge-capacity disks. This computer-readable medium, or media, could bedistributed to end-subscribers, licensees, and assignees. A computerprogram product comprises processor-executable instructions fornotifying of enhancements to quality of service and experience in thecommunications network 24, as the above paragraphs explained.

While the exemplary embodiments have been described with respect tovarious features, aspects, and embodiments, those skilled and unskilledin the art will recognize the exemplary embodiments are not so limited.Other variations, modifications, and alternative embodiments may be madewithout departing from the spirit and scope of the exemplaryembodiments.

1. A method, comprising: receiving, at a server, an electronicnotification describing a change to a configuration parameter, theconfiguration parameter associated with a service provided on behalf ofa user device associated with a network address; comparing, by theserver, an electronic value of the change to the configuration parameterto a rule defining human perceptibility; determining, by the server, theelectronic value of the change to the configuration parameter is humanlyperceptible based on a satisfaction of the rule; querying, by theserver, an electronic database for the configuration parameter, theelectronic database having electronic database associations betweendifferent electronic notifications and different configurationparameters; retrieving, by the server, an electronic notification of thedifferent electronic notifications having an electronic databaseassociation with the configuration parameter described in the electronicnotification; and sending, from the server, the electronic notificationto the network address associated with the user device; wherein theelectronic notification alerts of the human perceptibility of the changeto the configuration parameter.
 2. The method of claim 1, furthercomprising retrieving the electronic notification having the electronicdatabase association with increased bandwidth.
 3. The method of claim 1,further comprising retrieving the electronic notification having theelectronic database association with congestion in a communicationsnetwork.
 4. The method of claim 1, further comprising retrieving theelectronic notification having the electronic database association withwireless signal strength.
 5. The method of claim 1, further comprisingretrieving the electronic notification having the electronic databaseassociation with wireless interference.
 6. The method of claim 1,further comprising retrieving the electronic notification having theelectronic database association with cellular communications.
 7. Themethod of claim 1, further comprising retrieving the electronicnotification having the electronic database association with a cellularcommunications tower.
 8. A system, comprising: a processor; and a memorystoring code that when executed causes the processor to performoperations, the operations comprising: receiving an electronicnotification describing a change to a configuration parameter, theconfiguration parameter associated with a service provided on behalf ofa user device associated with a network address; comparing an electronicvalue of the change to the configuration parameter to a rule defininghuman perceptibility; determining the electronic value of the change tothe configuration parameter is humanly perceptible based on asatisfaction of the rule; querying an electronic database for theconfiguration parameter, the electronic database having electronicdatabase associations between different electronic notifications,different electronic templates, and different configuration parameters;retrieving an electronic notification of the different electronicnotifications having an electronic database association with theconfiguration parameter described in the electronic notification;retrieving an electronic template of the different electronic templateshaving the electronic database association with the configurationparameter described in the electronic notification; populating theelectronic template with the electronic value of the change to theconfiguration parameter; incorporating the electronic template havingthe electronic value of the change to the configuration parameterpopulated therein into the electronic notification having the electronicdatabase association with the configuration parameter; and sending theelectronic notification to the network address associated with the userdevice; wherein the electronic notification alerts of the humanperceptibility of the change to the configuration parameter.
 9. Thesystem of claim 8, wherein the operations further comprise retrievingthe electronic notification having the electronic database associationwith increased bandwidth.
 10. The system of claim 8, wherein theoperations further comprise retrieving the electronic notificationhaving the electronic database association with congestion in acommunications network.
 11. The system of claim 8, wherein theoperations further comprise retrieving the electronic notificationhaving the electronic database association with wireless signalstrength.
 12. The system of claim 8, wherein the operations furthercomprise retrieving the electronic notification having the electronicdatabase association with wireless interference.
 13. The system of claim8, wherein the operations further comprise retrieving the electronicnotification having the electronic database association with cellularcommunications.
 14. The system of claim 8, wherein the operationsfurther comprise retrieving the electronic notification having theelectronic database association with a cellular communications tower.15. A memory storing instructions that when executed cause a processorto perform operations, the operations comprising: receiving anelectronic notification describing a change to a configurationparameter, the configuration parameter associated with a serviceprovided on behalf of a user device associated with a network address;comparing an electronic value of the change to the configurationparameter to a rule defining human perceptibility; determining theelectronic value of the change to the configuration parameter is humanlyperceptible based on a satisfaction of the rule; querying an electronicdatabase for the configuration parameter, the electronic database havingelectronic database associations between different electronicnotifications, different electronic templates, and differentconfiguration parameters; retrieving an electronic notification of thedifferent electronic notifications having an electronic databaseassociation with the configuration parameter described in the electronicnotification; retrieving an electronic template of the differentelectronic templates having the electronic database association with theconfiguration parameter described in the electronic notification;populating the electronic template with the electronic value of thechange to the configuration parameter; incorporating the electronictemplate having the electronic value of the change to the configurationparameter populated therein into the electronic notification having theelectronic database association with the configuration parameter; andinserting the electronic notification as a timed sequence of the serviceprovided on behalf of the user device associated with the networkaddress; wherein the electronic notification alerts of the humanperceptibility of the change to the configuration parameter.
 16. Thememory of claim 15, wherein the operations further comprise retrievingthe electronic notification having the electronic database associationwith increased bandwidth.
 17. The memory of claim 15, wherein theoperations further comprise retrieving the electronic notificationhaving the electronic database association with congestion in acommunications network.
 18. The memory of claim 15, wherein theoperations further comprise retrieving the electronic notificationhaving the electronic database association with wireless signalstrength.
 19. The memory of claim 15, wherein the operations furthercomprise retrieving the electronic notification having the electronicdatabase association with wireless interference.
 20. The memory of claim15, wherein the operations further comprise retrieving the electronicnotification having the electronic database association with a cellularcommunications tower.